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ERIC Number: ED425296
Record Type: Non-Journal
Publication Date: 1996
Pages: 34
Abstractor: N/A
Reference Count: N/A
Customer Service & Team Problem Solving.
Martin, Sabrina Budasi
This curriculum guide provides materials for a six-session, site-specific training course in customer service and team problem solving for the Claretian Medical Center. The course outline is followed the six lesson plans. Components of each lesson plan include a list of objectives, an outline of activities and discussion topics for the lesson, homework, and any handouts or worksheets. Session topics are as follows: (1) customer service versus customer satisfaction, good versus poor customer satisfaction, personal and organizational benefits from customer satisfaction, Claretian case studies, and job behaviors; (2) good versus poor attributes of customer service, positive and negative outcomes of Claretian case studies, dealing with difficult people, taking things professionally versus personally, and burnout; (3) internal versus external customer service, team problem solving, conflict management styles, and brainstorming and problem solving; (4) upset versus difficult people, reasons customers get upset, and calming upset customers; (5) words/statements that make a difference, effective techniques when working with difficult customers, and telephone techniques that foster customer satisfaction; and (6) suggestions for organizational change and self reflection and evaluation of training outcomes. Appendixes include sources for optional activities, 10 references, and handouts. (YLB)
Publication Type: Guides - Classroom - Teacher
Education Level: N/A
Audience: Practitioners; Teachers
Language: English
Sponsor: Office of Vocational and Adult Education (ED), Washington, DC. National Workplace Literacy Program.
Authoring Institution: Union of Needletrades, Industrial and Textile Employees.; Northeastern Illinois Univ., Chicago. Chicago Teachers' Center.